Technical Support Manager
Current● Develop a continuous learning process for the technical support team, including ongoing internal and external training, professional growth planning, and rewarding exceptional performance.● Conduct regular one-on-one meetings with support team members to ensure overall team success.● Oversee the ticketing system, managing the entire lifecycle from origination to resolution, and ensure prompt and satisfactory resolution of support tickets.● Achieved a 41% reduction in first response time for cases, optimizing customer support efficiency and enhancing overall satisfaction.● Implemented strategies resulting in a 33% decrease in the time to close cases, streamlining processes, and improving resolution timelines.● Successfully reduced the number of calls directed to voicemail by an impressive 69%.● Played a key role in the rollout of a new kiosk application to 300 client kiosks across the U.S. and Canada, contributing to enhanced user experience and operational efficiency.● Demonstrated leadership by regularly leading meetings with hardware partners to address security issues and ensure seamless software integrations, thereby safeguarding client interests and maintaining system integrity.● Provide metrics reporting and analytics on support tickets to the Vice President of Implementation and Support.● Collaborate closely with client success, implementation, and development teams to advocate for clients.● Escalate critical incidents affecting client production software and hardware to development and management teams, acting as the primary point of contact for urgent client issues.● Recruit and hire technical support team members, including application reviews, interviews, and reference checks.
